The software will provide service request routing from one department to another, enabling consistent follow-up on citizen inquiries. Reporting and monitoring features will offer city management the information needed to make quick and efficient decisions, the company said in a statement.

The 311 call center will alleviate call demand on the city's existing 911 line, keeping the emergency line open for truly life-threatening events. According to recent national studies, up to 60 percent of calls to 911 lines can be nonemergencies, the company said in a statement.

Unisys, which will host the solution at its outsourcing service center near Eagan, Minn., will provide training and IT support for the 311 call center.

Ethan Butterfield is a staff writer for Government Computer News' sister publication,Washington Technology.